The past few years have been anything but easy for the restaurant industry. The COVID-19 pandemic delayed the supply chain and, in many ways, brought about the labor shortages that have since plagued US businesses. 

REVIEW: Federal American Grill delivers amazing customer-focused culinary experience

In response to the ongoing negative ripple effect the pandemic has wrought upon the industry, many restaurants have raised menu prices, decreased offerings and re-evaluated their approach to serving – some have even begun to substitute humans for robotic servers. 


Matt Brice, CEO of Federal American Grill.

At Federal American Grill, we have responded with a different approach: above and beyond hospitality. 

Hospitality has been a central part of both me and my wife Jen’s lives, both in business and at home. Jen’s grandparents have 12 kids and are known for their parties and events. This combination led to a dedication to taking the best care possible of guests; it became a way of life. This dedication was passed down to Jen, who shared it with me. Federal American Grill was built on this policy of obsessed hospitality. The name is even a homage to Jen’s grandparents who owned an oil company called Federal Flange. 

What does that hospitality look like in action? Great food and drinks are a given, but when someone steps foot into a Federal American Grill, we want them to feel like the guest of honor. Every door is opened, every chair pulled out; our motto is, “Yes is the answer, now what’s your question?” Our management team has put together a complete training program focused on this approach, and it is the first thing our new employees learn. Federal American Grill is known for its hospitality and there is no shortage of stories about this policy in action. 

At one of our Texas locations, we have a regular guest who comes in one or two times a week. He has a regular spot that our staff sets up for him. As our team got to know him, they learned that he likes to add Mio, a drink flavoring, to his cocktails. To us, hospitality means having everything you could need or want; so, we purchased a case of his favorite Mio and have it waiting for him when he visits at no extra charge. 

We don’t do this to get more business or to brag. We do this because hospitality is about being part of the community. We are loyal to our employees and, by extension, our guests first and foremost; they are our priority. I believe our policy of above and beyond hospitality is one of the most important ways we can show that loyalty.  We hope and believe that this loyalty goes both ways, and that people will come again and again to Federal American Grill, not just because of the food, but because when they walk through our doors, they know they matter. 

It doesn’t seem like the struggles of the restaurant industry are going away any time soon. But restaurants can change the way they approach them – restaurants can continue to put the diner first. 

Author: Matt Brice began in the restaurant industry at the age of 13 as a dishwasher for his hometown diner outside of Boston. He progressed through the ranks, finally ending up in Houston, Texas, running eight restaurants for a local group. He started his first restaurant in 2011 – and now has six locations of Federal American Grill in the Houston area and Scottsdale.